Manish Gupta
Enterprise Technical Support SaaS SME
Gurugram
Summary
Results-driven and highly skilled SaaS Support SME providing exceptional technical support to clients. Proficient in analyzing and resolving complex technical issues , ensuring customer satisfaction and minimal downtime. Demonstrated expertise in [specific technologies or tools] and a strong understanding of industry best practices. Excellent communication and problem-solving skills, with a track record of effectively collaborating with cross-functional teams.
Overview
8
8
years of professional experience
Work History
Enterprise Technical Support SaaS SME
Infoblox software pvt limited
12.2022 - Current
- Possess deep knowledge and certification in DDIP (DNS, DHCP, and IP management), demonstrating expertise in these areas.
- Provide daily support and assistance on various Infoblox products such as NIOS, BloxOne Threat defense, DDI,Firewall, VPN and Routing.
- Proficient in hands-on deployments involving VMware, bare metal, Docker, and OVA.
- Expertise in utilizing essential Linux commands such as ls, cd, mkdir, rm, cp, and mv for navigating the file system, creating directories, removing files, and managing file operations efficiently.
- Good troubleshooting skills with a systematic approach to problem-solving, utilizing Linux commands effectively to diagnose and resolve system issues, ensuring system stability and reliability.
- Offer support for Endpoint, DNS forwarding proxy, Data connector,Reporting.
- Proficient in containerization technologies such as Docker and Kubernetes, with hands-on experience in deploying, managing, and orchestrating containers across development, testing, and production environments..
- Train, support, and mentor new Technical Support Engineers (TSEs) on Infoblox technologies, networking protocols, and internal processes.
- Assign customer cases to new hires and provide guidance on efficient handling of customer issues.
- Audit customer calls, review case updates, and offer comprehensive feedback to TSEs.
- Provide technical and process feedback to improve TSE performance.
- Monitor TSE backlogs and ensure timely resolution of customer issues.
- Conduct training and knowledge-sharing sessions for both new and experienced TSEs.
- Collaborate with management for process enhancements to enhance customer and employee satisfaction.
- Identify knowledge gaps within the team and create training materials to address them.
- Work with Subject Matter Experts (SMEs) and training teams to provide input for training development.
- Managed time efficiently to meet deadlines and successfully complete all assigned tasks.
Network Engineer
Cisco TAC, Capgemini engineering
11.2020 - 12.2022
- Helping clients to do configuration of the Cisco IronPort issues
- TAC Escalation engineer serving enterprise/mid-market accounts utilizing
- Cisco's Security devices and solutions
- Dealing with P1,P2,P3 AND P4 tickets
- Dealing with O365-Ironport Migration
- Resoling LDAP, DLP, Connection establishment issues
- Troubleshoot issues related to SMTP routes, DHCP and DNS
- Handle issues regarding Spoof/Phishing emails and how to stop these in future
- Provide technical reviews on cases to help resolve them quickly
- Actively work along with the team mates to meet the team CSAT & TSAT target and suggest methods of improvement in SR handling and delivery
- Creating filters (Message and content) on appliance
- Implementation of different mail policies and features like Anti-spam,
- Antivirus and Advanced Malware Protection (AMP)
- Helping client in configuring certificate and licenses on the appliance
- Setup test beds for customer reported issues with the Cisco products & features, verify them as software bugs using different debugging tools and assign them to the development team
- Knowledge of Sniffer (Wireshark, tcpdumps) technology and capable of using it efficiently in the process of troubleshooting
- Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP,
- TCP, UDP, SMTP, FTP, TFTP)
- Be the escalation point for level 1 in the team in resolving complex issues
- Recreate on specific network scenarios to help resolve the issues quickly
- Simulate/reproduce customer's issues in lab and report any bugs found to
- Cisco Developers
- Document network diagrams and troubleshooting procedures
- Provide support for highly complex Network Upgrades and Network
- Migration activities
- Meeting Service Level Agreement on cases based on their priority
- Root Cause Analysis (RCA) in case of outage, coordination with 3rd parties
- Set-up, maintain and manage the LAB for the team, and all related responsibilities
- Assisting engineers on aged & complex cases.
Senior Network Associate
British Telecommunications Plc
07.2018 - 11.2020
- Provided knowledge and skills of a FTTP planning critical to the management, development and completion of the job
- Acting support function for tenured and new advisors
- Regular onshore calibration for the betterment of the process
- Resolving Onshore escalations
- Complete E2E ownership of the planning architecture
- End to End ownership of Planning Network
- Coordination with Planner & Technical teams for resolution
- Strong analytical, problem-solving and troubleshooting skills
- Accountability for quality, timeliness and efficiency for the team
- Perform network modelling and analysis
- Proficient in excel
- Hands-on experience on tools like Piper, OR Side, CSS, OR-WFMT, NGWFMT
FTTP Newsites Planner
British Telecommunications Plc
01.2016 - 07.2018
- Project: Fiber Planning
- Trained on planning of fiber networks
- Designing and planning of Manifolds, Splitters and FDPs
- Intensively designing the network from Splitters to Manifolds (customer premise)
- Accountable for council addressing of Sites in United Kingdom
- Planning of physical assets such as cable, Fiber, COF, Equipment and Civil
- Analyse business requirements to develop technical network solutions and their framework
- Perform network modelling and analysis
- Plan networks for FTTP new sites from Aggregation node to Distribution point
- Tools: PiPeR, ORWFMT NGWFMT, Gazetteer, llums, Amanda, JPPA and SOCS, Trained on building the entire network for Primary Cross-connection Point
- Mapping of BT network outside plant facilities from specific data sources such as Plant on Map (PM), cable diagrams etc
- Cross trained on FTTC, FTTP and Civil
- Tools: PiPer, ORWFMT, CSS, OR-Side and Disc.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Bachelor of Science - Electronics And Communication
Gitarattan Jindal Public School New Delhi
Greater Noida, Rohini, Delhi 03.2010 - 05.2009
XIIth - Non Medical
Science
Xth - Science
Gitarattan Jindal Public School
Rohini, DelhiSkills
Directory,Certificate,Licensing, Upgrades,O365 integrationundefined
Timeline
Enterprise Technical Support SaaS SME
Infoblox software pvt limited
12.2022 - Current
Network Engineer
Cisco TAC, Capgemini engineering
11.2020 - 12.2022
Senior Network Associate
British Telecommunications Plc
07.2018 - 11.2020
FTTP Newsites Planner
British Telecommunications Plc
01.2016 - 07.2018
Bachelor of Science - Electronics And Communication
Gitarattan Jindal Public School New Delhi
03.2010 - 05.2009
Bachelor of Science - Electrical, Electronics And Communications Engineering
XIIth - Non Medical
Science
Xth - Science
Gitarattan Jindal Public School
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